Globe, KDDI team up to reinvent telco retail in PH

Globe has partnered with Japanese telecommunications company KDDI Corporation to explore new mobile growth opportunities and transform the retail experience for customers in the Philippines.

The partnership comes two years after Globe rationalized portions of its physical retail network as more customers shifted to digital channels.

Rather than simply reopening or adding stores, Globe said it is looking to redesign how its retail locations serve customers by combining digital services with in-person guidance and support.

“Globe has always believed that growth goes hand in hand with elevating our over-all customer experience philosophy,” Globe President and CEO Carl Cruz said.

“This strategic partnership with KDDI gives us the opportunity to learn from one of the world’s most advanced telco and digital ecosystems, while bringing Globe’s deep understanding of the Filipino customer to the table,” he added.

Under the partnership, the companies will examine how KDDI’s experience in Japan could be applied to Globe’s operations and approximately 67 million mobile customers.

KDDI operates recurring revenue models that combine telecommunications with financial, entertainment, lifestyle, and other digital services.

Globe and KDDI are initially exploring an initiative to expand Globe’s retail footprint while developing a new store experience suited for customers who increasingly use digital channels but still require human assistance and trusted support.

“Together, we aim to explore new ways to make mobile services more relevant, retail experiences more seamless, and digital solutions more responsive to the evolving needs of Filipinos,” Cruz said.

“As we look toward 2027 and beyond, our goal is to create value that goes beyond connectivity and helps build a stronger, more inclusive digital ecosystem for the country,” he added.

Globe said the collaboration supports its broader repositioning from a traditional telecommunications provider into a digital services company offering more integrated and customer-focused experiences.